Subject Matter Expert at Cigna

YOUR JOB

As an SME you will support the supervisor and team manager in your relevant process.

Key to the role will be building/maintaining an in depth knowledge of (part of) the process to continuously improve the processes and share that knowledge to deliver a high quality customer centric service offering. Your role includes:

• Being responsible for managing a portfolio of key clients: you engage with clients to build relationships and you educate, i.e. communicating directly via email and telephone, or processing claims within the agreed service levels (based on the process you belong to)
• Building and maintaining a solid in depth knowledge in (part of) your process
• Being an expert user of any of the used tools within the team and/or any of the partner set-ups in place
• Being the organizational ambassador for your knowledge area within your own team and across the wider organization. You are the go to person in case of questions on your area of expertise.
• In that role, being able to represent the Process / Organisation in (enterprise wide) projects, stakeholder meetings, or act as a relationship manager towards some of our (internal/external) strategic partners or act as a trainer.
  • Option to take over SPOC role for particular clients/accounts if required
• Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
• Striving to provide excellent service to our members and clients
• Playing an active role in a culture of continuous improvement
• Taking ownership of any escalated cases and providing updates to the Supervisor on any issues
• Taking ownership of solving any issues (if applicable) in your area of expertise
• Proactively addressing and/or escalating any risks
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.

 Specific for Claims SME’s:

• Support the financial verification of the team, including approval of manual payments
• Support of quality audits (financial verification + extra verification) with a clear focus on the financial and procedural accuracy company KPI’s. You document your findings, share them with the supervisor and you discuss corrective actions on individual and team level with the Supervisor.
• Responsible to provide training on specific topics where you act as a subject matter expert, be it a process or a client, including the lead of the training organisation and coordination.
• Support the on boarding and training phase of newbies, or colleagues taking up new accounts, including their performance reporting.

YOUR PROFILE/SKILLS

• Strong performance track record
• International mind-set, with holistic and able to work remotely with peers across locations
• 2 years of Cigna experience
• Good communication skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows
• A growth mind set with a positive attitude towards change and the ability to play an active role in implementing change initiatives within your own process
• Action-orientated problem-solving attitude
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Accountability – assume ownership for achieving personal results and collective team goals